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Valentina Rincón | Deck Operations Manager

Location: Bogotá, Colombia

Compensation range discussed (USD): $2,000 - $2,800

LinkedIn Profile | Email: [email protected]| Phone: +57 315 2212415

Summary

Customer Success and Client Experience Manager with 7+ years in the BPO and SaaS industries, managing strategic accounts and leading multicultural teams of 12 to 40 people across LATAM and US markets. Her expertise spans the full customer lifecycle, excelling in service, sales, and financial operations for US clients and companies. This includes a DTC Operations Manager role for a California company (LendingUSA) and leading teams at Ubiquity (New York-headquartered CX) and Sutherland on operations, coaching, and nesting processes. She has a proven track record, achieving measurable results such as improving NPS by 20% and reducing attrition by 15%. Leverages CRM, automation, and AI-driven tools across AWS, GCP, and Azure platforms, and holds a BBA and a Lean Six Sigma White Belt.

Candidate Snapshot

US Market & Client Experience Leadership

→ US Market Exposure (7+ years): Has continuously served and led operations for US-based companies, including a DTC Operations Manager role for LendingUSA in California. Her BPO experience includes working with Ubiquity (New York-headquartered CX), Sutherland (New York-headquartered), and Conduent (New Jersey-based), providing services in customer service, sales, and financial operations.

→ Client Management: Directly worked with US-based clients and stakeholders to ensure performance and satisfaction. She actively managed the full Customer Success lifecycle (onboarding, adoption, expansion, and renewal) for B2B SaaS clients, achieving 95% annual retention (Emapta).

High-Impact Performance & Team Development

→ Quantified Revenue & Quality: Direct accountability for metrics, achieving measurable results such as improving NPS by 20%, reducing attrition by 15%, and driving 15% YoY revenue expansion (MRR growth) for mid-market and enterprise accounts (Emapta).

→ Specialized BPO Team Lifecycle: Expertise in managing the full agent and team lifecycle within BPO environments, from supporting nesting processes and training endorsement (Sutherland) to leading large operational teams (12 to 40 people) to meet strict KPI achievement.

→ Automation & AI: Passionate about leveraging automation, AI-driven tools, and cloud platforms (AWS, GCP, and Azure) to align customer success with strategic business growth.

Education

○ Bachelor’s Degree in Business Administration | Politécnico Grancolombiano

○ Diploma in Project Management | Google Creative Campus (2022)

○ Lean Six Sigma White Belt | Lean Agile OPEX - Academy of Excellence

Tools Used:

CRM & Support:

○ CRM Tools (Salesforce, HubSpot, Zoho) | Advanced (5+ years)

○ Zendesk / Freshdesk / ServiceNow (Customer Support Platforms) | Advanced (5+ years)

Microsoft & Google:

○ Microsoft Office Suite (Excel, PowerPoint, Outlook, Word) | Advanced (7+ years)

○ Google Workspace (Sheets, Docs, Drive, Meet) | Advanced (7+ years)

Collaboration:

○ Slack, Teams & Zoom (Collaboration Tools) | Advanced (7+ years)

Call Center:

○ Dialer & Call Center Tools (Five9, Avaya, Genesys, NICE inContact) | Advanced (5+ years)

Reporting:

○ Power BI (Reporting & Dashboards) | Intermediate (2 years)

Meet Valentina

This video from our screening interview provides a look into Valentina's background and experience. Please note there are some audio issues in the recording, but we've included it to give you a preliminary view of the candidate.

Key Qualifications & Highlights

Team Leadership Environment

○ Scale Leadership & Account Management: Led and managed multicultural teams ranging from 12 up to 40 people across LATAM and US markets, ensuring high-quality service delivery for US-based clients.

○ Full Customer Lifecycle Mastery: Directly managed the full B2B SaaS Customer Success lifecycle (Onboarding, Adoption, Expansion, Renewal), leading to measurable outcomes like 95% annual retention and 15% YoY MRR growth.

○ Team Development & Quality: Specializes in BPO-specific team development, including managing nesting processes (Sutherland/Ubiquity) and implementing performance strategies to mitigate agent shrinkage and attrition.

○ Cross-Functional Collaboration: Acted as the Voice of the Customer (VoC), effectively collaborating with Product and Engineering teams to prioritize feature improvements and reduce churn.

Operational Excellence & Process Management

○ Quantifiable Performance Improvement: Proven track record in optimizing quality and customer satisfaction, evidenced by improving NPS by 20% and reducing attrition by 15%.

○ Efficiency Methodology: Formal training in process optimization, holding a Lean Six Sigma White Belt and a Diploma in Project Management.

○ Technology & Automation Strategy: Strategic focus on leveraging automation, AI-driven tools, and utilizing cloud platforms (AWS, GCP, Azure) to enhance operational efficiency and strategic business growth.

○ KPI Accountability: Directly responsible for tracking and achieving critical operational and client success KPIs, including NPS, Attrition, Retention, and MRR Growth.

Top Team Leadership Achievement (Star Method)

→ Situation:

While working at LendingUSA, she was leading a sales and operations team that was underperforming and struggling to meet established conversion goals (below target). High client expectations added pressure to urgently improve the team's efficiency and output.

→ Task:

The core objective was to execute a rapid performance turnaround: stabilize the team, significantly increase conversion rates within a constrained timeframe, and improve overall operational quality to satisfy high client demands.

→ Actions:

-Focused Coaching: She implemented targeted, individualized coaching sessions for team members, supported by diligent daily performance follow-ups to track progress and provide immediate feedback.

-Clear Action Plans: She developed and executed clear, defined action plans tailored to each team member to effectively address specific performance gaps.

-Process Optimization: She introduced small, practical process improvements aimed at reducing operational errors and enhancing the overall workflow efficiency of the team. → Results:

The team successfully increased conversion rates by over 20% in a period of less than three months.

Screening Interview - Key observations

→ Leadership Philosophy & Team Management

She employs a coaching-centric approach as her primary method for managing people, emphasizing tailored one-on-one sessions, setting clear targets, and consistent daily follow-ups to drive improvement. Her strategy includes the segmentation of her teams, focusing significant effort and attention on developing the "middle performers" to maximize overall team results. She prioritizes empathy and open feedback, actively seeking to understand her team members' needs to help them achieve targets.

→ Professional Strengths & Self-Assessment

Identifies her core strengths as strong leadership, effective communication, and being highly strategic in her planning and organization of tasks for the week, month, and team. She is results-oriented, placing great value on quantifiable numbers as the definitive proof of success. In terms of self-identified areas for improvement, she acknowledges a tendency to become too goal-oriented, which can lead to frustration when plans are significantly derailed.